Jira Service Management Specialist

Accent Group; Victoria; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Dynamic team environment

Job summary

Accent Group seeks a Jira Service Management SME to administer and optimise the JSM platform across IT operations, development, and business units. You will ensure ITIL-aligned workflows, strong user experience, and robust reporting capabilities.

The role requires 2–5 years with Atlassian tools focused on JSM, with hands-on workflow design, automation, and cross-functional collaboration to drive service delivery improvements.

Qualifications

• 2–5 years hands-on experience with Jira Service Management (Cloud or Data Centre).
• Strong knowledge of ITSM processes including incident, request, change and problem management.
• Experience designing and implementing complex JSM workflows and automations.
• Familiarity with JQL and form-based reporting tools.
• Proven experience working with technical and non-technical stakeholders.
• Exposure to Agile and DevOps practices in a technology environment.
• Excellent documentation and communication skills.
• Able to collaborate within a team and remain approachable.
• Retail experience is beneficial.

Responsibilities

• Act as the primary administrator and functional owner of Jira Service Management.
• Configure and maintain project workflows, automation rules, SLAs, forms, queues, and request types.
• Collaborate with Service Desk, Infrastructure, DevOps, and business teams to implement improvements in JSM.
• Lead continuous improvement initiatives for service delivery processes using Atlassian tools.
• Manage integration with Confluence, Teams, Intune, CMDB and Identity Management.
• Maintain user permissions and group access per security policies.
• Support ITSM reporting dashboards and analytics.
• Ensure JSM configurations align with ITIL practices and governance.
• Participate in platform upgrades, testing, and release validation.
• Provide training and documentation to JSM users and admins.

Skills

Jira Service Management

ITSM processes

JQL

Stakeholder management

Automation design

Atlassian tools

Agile & DevOps

Documentation

Tools

Confluence

Microsoft Teams

Intune

CMDB

Identity Management

Job description

Accent Group seeks a Jira Service Management SME to administer and optimise the JSM platform across IT operations, development, and business units. You will ensure ITIL-aligned workflows, strong user experience, and robust reporting capabilities.

The role requires 2–5 years with Atlassian tools focused on JSM, with hands-on workflow design, automation, and cross-functional collaboration to drive service delivery improvements.